Frequently Asked Questions

Available in most areas. If you determine up to 120 days after delivery, that you are not completely satisfied with your mattress, FactoryOutletStore will allow you to exchange it for a new mattress under the following terms and conditions:


  • a. Please call FactoryOutletStore at (800) 737-4934 no later than 120 days from your delivery. Your body will need time to adjust to your new mattress, please allow a few weeks of sleeping on it, to allow your body time to get used to your new mattress.

  • b. Limit one exchange per customer purchase.

  • c. All exchanges must be for mattresses or mattress sets of equal or greater value.

  • d. 120 Day Sleep-On-It Guarantee applies to mattress sets and mattresses only. FactoryOutletStore will not refund opened sheets, pillows or mattress protectors.

  • e. Re-delivery fee $199.

  • a. There are no returns on your mattress order. All sales are final. We accommodate our customers by offering a 120 night comfort exchange policy.

  • b. Canceling your mattress order after 24 hours will result in a $150 cancellation fee. (There is no cancellation fee if you cancel your mattress order within 24 hours.)

  • c. Accessories that are unopened, sealed in original packaging & not used can be returned for a full refund or credit, less the shipping costs.

  • d. Accessories that are opened & used cannot be returned, for health & safety reasons.


Free In-Home Setup & Delivery (Mattress Delivery)

  • 1. After your order is placed you will receive a confirmation email with your order details.

  • 2. In 1-3 days we will send you an additional confirmation email with a tracking link to track the status of your mattress delivery.

  • 3. When your mattress reaches the local delivery agent, the delivery agent will call & schedule a convenient delivery date & time to deliver your mattress.

At FactoryOutletStore.com, there's no charge for delivery. We provide delivery at no additional cost, as part of our service to you. Your new mattress will be brought into your home, unpacked and set up in the room of your choice. We will also remove your old mattress at no additional charge to you & remove any packing materials*. (Up to 2 flights* of stairs. Any additional arrangements maybe subject to an additional charge by the delivery agent.)

We deliver anywhere in the continental 48 states that is road accessible. If you live in Hawaii, Alaska or a location only accessible by ferry, please contact us for shipping options by calling (800) 737-4934.


Accessory UPS Shipping (Pillows, Mattress Pads, Mattress Toppers & Mattress protectors)

These items will ship immediately once your order is placed from our fulfillment center. You will receive an email confirmation with a UPS tracking # to track the status of your accessories. Your accessories may be delivered to your home before your mattress arrives.

Q: How long does it take to receive the mattress?
A: Your Mattress is Manufactured Brand New it takes the factory 4 Business days to create and 7-10 business days to be delivered to you.

Q: Why does it take so long?
A: Because the mattress that you’re ordering is not waiting at a warehouse being mistreated is Manufactured Brand New just for you. Although it takes a little longer to receive you are saving a substantial amount of money than buying from a retail store.

Q: Why are the mattresses so cheap, Is this a knock off brand?
A: These mattresses are 100% made in the USA and by Serta.

Q: Will they call me before they deliver the mattress?
A: Yes, the delivery agent will call you to confirm your mattress delivery, after YOU select the day, they will call you again to provide a 2-3 hour window, so you don’t have to wait all day. The delivery agent will never attempt to deliver your mattress until you confirm a delivery date & time for when they are in your area.

Q: Will they move my mattress to another room?
A: Yes, they can move your mattress to another room, up to a second floor, or they can take it outside or completely take it away on their truck with them. This is a free service included in your order.

Q: Will they take away the old mattress?
A: Yes, they will take it on their truck and take it completely away. This is a free service included in your order.

Q: What if the mattress is damaged at time of delivery?
A: Do not accept the mattress & refuse delivery. Please make notes on the invoice, that the mattress is damaged. At this point, we can attempt a re-delivery.

Q: When can I expect delivery?
A: Because your mattress is made to order, Brand New, Factory Fresh and you can confirm this when you receive your mattress when you look at the White Law Tag. The manufacturing date will be a date AFTER today. It takes 3 to 4 days to go through the factory process, then the factory ships it to the local delivery company in your area, who will then call you to ask you which day you want your delivery, and call you again the night before to provide a 2-3 hour window, so you won’t waste a day waiting for delivery, it’s been averaging around 7-10 business days. Pretty fast for a factory direct delivery, and why you save substantial amount of money from a retail store.

Q: Will the accessories be delivered with the bed?
A: The mattress pads, pillows (accessories) will be shipped via UPS, and you will receive a tracking link via email, (these will usually show up before the mattresses). The mattress, box spring, and frame will be delivered separately through a delivery company.

Q: What is White Glove delivery service?
A: White Glove delivery means that if you have a mattress that need to be moved to another bedroom or removed from your house we will do it at no extra charge and set up your new mattress for you as well.

Our hours of operation are Monday thru Saturday from 9:00am to 12:00am Eastern Time and our after hours sales team is available 24 hours a day, 7 days a week. Whether it’s placing an order or answering questions that may help in your purchasing decisions, our specialists are ready to assist you. You can also contact us via email.
  • Billing Address (Name, Address, Phone Number, and E-mail)
  • Shipping Address (Name, Address, Phone Number, and E-mail)
  • Billing Information (Name on Card, Card Number, Card Type, and Expiration Date)

This information is used ONLY for the purpose of processing your order. The shipping address is required in order to ship your order; the e-mail address is used to send your receipt and tracking information; the billing address is needed to verify the identity of the cardholder; and the phone number is necessary so that we can call you if there's a problem with your order.
For online orders via our shopping cart we accept Visa, MasterCard, American Express and Discover. We also accept checks and money orders. Mail your check or money order along with a detailed letter listing the items you would like and the shipping destination.
All orders are processed and shipped within 1-3 business days. In case the product you selected is on backorder, you will receive immediate notification and be given the choice to remain on backorder, substitute the backordered item for another item or cancel the order. All orders go through an address verification system in order to protect our customers and the company against fraud. Therefore, we reserve the right to cancel any orders that are suspected of being under fraudulent activity.
Wainwright - 10 Year Limited Warranty
Ingram - 10 Year Limited Warranty
Ferrera - 10 Year Limited Warranty
Vanburg - 10 Year Limited Warranty
Montclair - 10 Year Limited Warranty
Green Acres - 10 Year Limited Warranty
Pearson - 10 Year Limited Warranty
Darlington - 10 Year Limited Warranty
Baines - 10 Year Limited Warranty
Adair - 10 Year Limited Warranty
Kelsey - 10 Year Limited Warranty
Langdon - 10 Year Limited Warranty
Hobbs - 10 Year Limited Warranty
All information submitted to FactoryOutletStore is held private. We DO NOT sell customer data. Some data may be shared with third parties only if you, the customer agrees to participate in offers available through our site. If you accept such an offer, we will disclose your contact and billing information to that third party. All data collected is secured under 128bit Verisign protection.

Email Offer Subscriptions:
Upon placing an order through this Site, you will automatically be enrolled in the FactoryOutletStore.com best offers email promotion list based on the billing email address information you have provided, unless you opt-out of receiving such communications. You can withdraw your consent at any time through an email unsubscribe link or by opting-out from our email promotion list by clicking here. This simple opt-out process allows you to unsubscribe if you decide not to receive any further promotional emails from our family of web stores. Furthermore, we will never share any personally identifiable information which you have given to us with any third party marketers. In order to make our email offers more relevant and useful to you, our servers may receive a confirmation when you open an email message from FactoryOutletStore.com. In addition, if you have any questions about receiving communications from us you may email us at bedteam@factoryoutletstore.com at any time.

Third-Party Web Beacons: We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website. Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo!, click here.
Our website is not only designed to make your shopping experience easy, quick and enjoyable, but also secure. Protected by VeriSign's 128-bit secure server certificate, none of our customers' information is released and is all confidential. We DO NOT sell any of our customers' information.
FactoryOutletStore offers a full range of products produced by a variety of manufacturers. Please note that FactoryOutletStore.com does not in any manner allege any affiliation between the manufacturers and our corporation. All products that appear on FactoryOutletStore.com are the sole property of FactoryOutletStore, unless specified otherwise. Such materials protected by this copyright include, but are not limited to, any and all text; any and all images (including icons, logos, and other graphics); and any and all design elements of the website. FactoryOutletStore’s website is used only for the purpose of shopping on this site, placing an order on this site, or for conducting other tasks associated with shopping or placing an order on this site. By placing an order with FactoryOutletStore.com you acknowledge and agree that at no time is FactoryOutletStore making any representation or warranty regarding the products purchased by you the consumer.

BY USING THIS SITE AND/OR ANY SERVICES RELATED THERETO, YOU AGREE THAT YOU HAVE READ, UNDERSTAND AND AGREE TO THE TERMS OF USE AND DISCLAIMER.
Email: bedteam@factoryoutletstore.com
Toll free: (800) 737-4934

FactoryOutletStore
575 Underhill Blvd
Unit 350
Syosset, NY 11791

*** NOTE *** We strive to provide accurate and reliable information about our products and services. However, human mistakes do happen and we cannot be responsible for any typographical errors and reserve the right to cancel orders due to such occurrences. If you are browsing our site and notice something that may seem questionable (i.e. misspellings or incorrect product information) please be kind enough to send us an email at: errors@factoryoutletstore.com. We would greatly appreciate it.

Pricing
Except where noted otherwise, the list price or regular price displayed for products on our site represents the full retail price listed on the product itself, suggested by the manufacturer or supplier, or estimated in accordance with standard industry practice; or the estimated retail value for a comparably featured item offered elsewhere. The list price or regular price is a comparative price estimate and may or may not represent the prevailing price in every area on any particular day. For certain items that are offered as a bundle, the list price or regular price may represent "open-stock" prices, which means the aggregate of the manufacturer's estimated or suggested retail price for each of the items included in the set. Despite our best efforts, a small number of the items in our catalog may be mispriced. If the correct price of an item sold by is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation. If an item you ordered is not available in a time frame that you require, we may recommend a substitution and will provide you the ability to approve the substitution prior to shipping.

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